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2 Preparing for IHG Rewards Club Member Arrival Identify loyalty member arrivals and their membership status Print the IHG Arrivals Summary Report via IHG Reporting Determine any special request or customer care issues for all arrivals Print the IHG Arrivals Special Request & Customer Care Report via IHG Reporting Determine room type availability for Elite loyalty members (Gold/Platinum/Spire Elite) Determine upgrade availability for Platinum and Spire Elite members Coordinate with Housekeeping staff to prioritize rooms so they are ready for guest arrival Assign rooms to Elite status loyalty members Upgrade Platinum and Spire Elite members if rooms are available Prepare check-in folders for loyalty members Print registration cards Prepare room keys File alphabetically in a convenient location at the front desk 2

3 Check-In Guidelines Acknowledge the guest s arrival at the front desk Welcome guest and ask for name Retrieve guest record in PMS and note the member status (for those PMS systems that support alert messages a pop up box displays) Retrieve the prepared check-in folder for Elite members Deliver the IHG Rewards Club member check-in experience Greet the guest by name and recognize member status Tell the guest about their room (for Platinum and Spire Elite members, describe the upgraded room or acknowledge the upgraded room is unavailable) Explain to all members how they get their newspaper Explain to all members how to access free internet Offer the Welcome Amenity to Elite members (in MEX/LAC, offer Welcome Amenity to all members) Ask which Welcome Amenity the guest would prefer (option varies by brand and by status level) Hand the Welcome Amenity to the guest separate from the key packet Complete the check-in process Collect signature and method of payment Collect required ID (passport, etc.) Thank the loyalty member for choosing to stay with you 3

4 Managing for Operations Challenges The assigned (upgraded) room is not ready for the guest Give the guest a choice of an alternative room type, or a place to store luggage until room is ready Contact the housekeeping team for estimated time room will be ready and inform the guest The loyalty member number is not in the reservation record Add the member number to the PMS record Deliver benefits appropriate to guest member status The guest does not know their member number Use registration information to look up member number in LoyaltyConnect Add member number to PMS record Deliver benefits appropriate to guest member status If member number not found, escalate to supervisor The member card does not match the PMS member status Deliver benefits associated with higher status, if possible Explain to guest their status has changed 4

5 Reward Night Reservations Acknowledge the guest s arrival at the front desk Welcome guest and ask for name Retrieve guest record in PMS and note the Reward Night reservation Deliver the IHG Rewards Club member check-in experience Greet the guest by name and recognize status Thank the guest for choosing your hotel for their Reward Night stay Deliver IHG Rewards Club benefits for which the member is eligible Complete the check-in process Set up two folios, one for Reward Night room charge to be reimbursed and the second for incidental charges Collect signature and method of payment for incidental charges Collect required ID (passport, etc.) 5

6 How to retrieve Arrivals List in IHG Reporting and OPERA PMS From Merlin: Access the IHG Reporting Application On the main menu, select Guests Select Guest Arrivals Select the appropriate Arrivals Report: Arrivals Summary Report Arrivals Special Requests & Customer Care Report Arrivals Detail Report From OPERA Property Management System: When using the OPERA PMS at your hotel, you can set up a link within OPERA to access the Guest Arrivals Reporting. You can access the instructions to set up the link by completing the following steps: Login to Merlin Access the Guest Arrivals Reports Initiatives Page Click on the Resources tab Type OPERA within the Search field and hit Enter on your keyboard or click Search Select the Job Aid IHG Reporting Links Opera link. You may also click HERE to access the job aid 6

7 How to retrieve Arrivals List in the HOLIDEX Plus system From the Management Main Menu: Select option 4 Displays Select option 3 Guest Information Displays Type in the date for the arrival list Select 1 Guest Arrivals List Under Select One Criteria section, type an * (asterisk) next to All Under Select Two Filters section, type an * (asterisk) next to IHG Rewards Club 7

8 How to look up a Member Number LoyaltyConnect Access LoyaltyConnect through Merlin Applications Click on Guest Search Under Guest Search By Name, complete the field with guest name. To filter the search, use phone and/or address of guest. A list of guest names along with member status and points balance displays HOLIDEX Plus System If you have the member number, you can look up member points and member status in the Holidex Plus system: On a clear screen type: FRPxxxxxxxxx and press ENTER (where xxxxxxxxx is the 9-digit member number) 8

9 Add a Member Number to a Reservation in your PMS OPERA Property Management System From the main OPERA PMS menu, select Reservations then Update Reservations Locate the reservation using the Search button Choose the reservation from the results screen and select Edit Next to the Member Info field, use the down arrow to display the Memberships panel Select New In the Type field, click the down arrow and select RC Click OK In the Card Number field, enter the IHG Rewards Club member number Select OK to save and close the window 9

10 Add a Member Number to a Reservation in the HOLIDEX Plus System 1. Retrieve the reservation record. From a clear screen type *confirmation number (example: * ) 2. To Add an IHG Rewards Club member number Follow these steps 1. Type FRP and the 9-digit IHG Rewards Club member number Example: FRP Type E (for Enter) Add an Alliance member number Type: FRP/3-character Alliance Code/alphanumeric Alliance number Example: FRP/DLA/

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